Identify the Caller ID of a Skill

Required security profile permissions: Skills View

At times you may need to check a phone skill to identify which caller ID it uses. The following steps demonstrate how to determine whether a skill uses the business unitFile format associated with Microsoft Excel; may also be expressed as .xlsx global caller ID or a custom one and, if it is custom, what the caller ID is.

1. Click Routing → Skills.

2. Locate the skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge you want to view. Click the skill to open it.

3. In the Details tab, look for the CallerID field. If there is no CallerID field, the skill uses the global caller ID configured for the business unitFile format associated with Microsoft Excel; may also be expressed as .xlsx. If the field is present, the skill uses a custom caller ID and its value appears beside the field. The preceding image contains a skill with a custom caller ID of 1234567890.